Telecom Technical Abstracts     ACD Call-Handling Elements  Taken from The Irwin Handbook of Telecommunications 3rd Edition © Pantel, Inc., 1989, 1992, and 1997     Every ACD call has the following elements, as illustrated by the above flow chart:  Answering the call. Identifying or determining who the caller is and what he or she wants. Queuing or holding the call for an agent if none is immediately available. Informing, which is keeping callers informed as to the status of the call and providing information to callers while they wait in queue. Routing, which is sending the call to the appropriate service agent. Service Delivery. Termination of the call. Back to Tech Info INDEX